How Voice Minutes Are Counted

Voice minutes measure how long your AI receptionist spends on active calls. Understanding how they're counted helps you manage your allowance and anticipate usage.

What counts as a voice minute

A voice minute is one minute (or part thereof) of an active call handled by your AI receptionist. The counter runs from the moment the call connects to the moment it ends — including:

  • The initial greeting.
  • The time spent conversing with the caller.
  • The time the AI spends processing and responding.
  • Any time the caller is speaking.
  • Hold time if the AI is waiting for a response.

The minute counter rounds up at the end of each call. A 90-second call counts as 2 minutes.

What does not count

  • Calls that were not answered (no connection established).
  • Calls that failed to connect due to a system error before the AI answered.

Per-location vs total usage

If you have multiple locations (AI receptionists), voice minute usage is tracked at the account level — all calls across all your locations draw from the same shared minute pool.

Monthly cycle

Your minute allowance resets at the start of each billing cycle (monthly or annual). Unused minutes do not roll over — they expire when the cycle ends.

Viewing your current usage

The Billing page shows your current minute usage with a progress bar indicating how much of your allowance you've consumed so far in the current cycle. See Viewing Your Minute Balance for details.

Extra minutes

If you need more minutes than your plan includes, you can purchase top-up packages. Extra minutes are drawn from your extra package balance after your plan minutes are exhausted. See Purchasing Extra Minute Packages.

💡 Tip: Review your call history to get a sense of your average call length and call volume. This helps you anticipate whether your current plan's minute allowance is sufficient, or if it's worth upgrading.

⚠️ Important: If your minute balance reaches zero and you haven't purchased extra packages, your AI receptionist may stop answering calls. You'll receive usage warnings before this happens — watch for alerts in your Notification Center.